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<h1>Information needed for Technical Support</h1>
<p>To log a case, the Support Liaisons can contact MicroStrategy Technical 
 Support via any of the methods in 
<a HREF="Technical_Support.htm">Technical 
 Support</a>. Upon logging a Case, the Support Liaison will receive a case 
 identification number for future reference. </p>
<p>When logging a case, be prepared to provide the following information. 
 &nbsp;</p>
<ul type="disc" class="whs1">
	
<li class=p><p>Name &nbsp;</p></li>
	
<li class=p><p>Company &nbsp;</p></li>
	
<li class=p><p>Customer Site (if different from own company) &nbsp;</p></li>
	
<li class=p><p>Phone and fax numbers &nbsp;</p></li>
	
<li class=p><p>Email address &nbsp;</p></li>
	
<li class=p><p>MicroStrategy software product(s) being used, including 
 version number(s) </p></li>
	
<li class=p><p>Error message(s) &nbsp;</p></li>
	
<li class=p><p>Brief description of the case &nbsp;</p></li>
	
<li class=p><p>Priority of the case &nbsp;</p></li>
	
<li class=p><p>Steps taken to troubleshoot the case thus far </p></li>
</ul>
<p>If the Support Liaison is unable to reach MicroStrategy Technical Support 
 by phone, the Support Liaison can leave a voice mail message or contact 
 Technical Support via email. The Support Liaison should include the following 
 information in his/her message: &nbsp;</p>
<ul type="disc" class="whs1">
	
<li class=p><p>Name &nbsp;</p></li>
	
<li class=p><p>Company &nbsp;</p></li>
	
<li class=p><p>Brief description of case &nbsp;</p></li>
	
<li class=p><p>Preferred contact method and contact information </p></li>
</ul>
<p>To help your Technical Support representative work with you to resolve 
 the issue promptly and efficiently, be prepared to provide the following 
 information about your issue: </p>
<ul type="disc" class="whs1">
	
<li class=p><p>Issue number: Please keep a record of the number assigned 
 to each issue logged with Technical Support and always provide it when 
 inquiring about an existing issue. </p></li>
	
<li class=p><p>MicroStrategy software product(s) you are using, including 
 software version and product registration numbers; you can view the version 
 information in the release notes or readme file provided with the software. 
 </p></li>
	
<li class=p><p>Issue description </p></li>
	
<li class=p><p>What causes the condition to occur? </p></li>
	
<li class=p><p>Does the condition occur sporadically or each time a 
 certain action is performed? </p></li>
	
<li class=p><p>Does the condition occur on all PCs or just one? </p></li>
	
<li class=p><p>When did the condition first occur? </p></li>
	
<li class=p><p>Did another event take place immediately prior to the 
 first occurrence of the condition (e.g., major database load, movement 
 of the database, software upgrade)? </p></li>
	
<li class=p><p>What was the exact wording of the complete error message 
 (if any)? </p></li>
	
<li class=p><p>What steps have you taken to isolate and/or resolve 
 the issue? What were the results? </p></li>
	
<li class=p><p>System configuration: The information needed depends 
 on the nature of the issue; at minimum, be prepared to provide the information 
 listed below for the client, MicroStrategy Intelligence Server, and MicroStrategy 
 Web machines. </p></li>
	
<li class=p><p>Computer hardware (such as processor speed, RAM, disk 
 space) </p></li>
	
<li class=p><p>Network protocol (such as TCP/IP) </p></li>
	
<li class=p><p>ODBC driver (manufacturer and version) </p></li>
	
<li class=p><p>Database gateway software version </p></li>
	
<li class=p><p>Browser manufacturer and version (MicroStrategy Web 
 client only) </p></li>
	
<li class=p><p>Web server manufacturer and version (MicroStrategy Web 
 server only) </p></li>
	
<li class=p><p>Priority of the issue </p></li>
</ul>
<p>If the issue requires additional investigation or testing, you and the 
 Technical Support representative will agree on certain action items to 
 be performed. You should perform any agreed-upon actions before contacting 
 Technical Support again regarding this issue. If the Technical Support 
 representative is responsible for an action item, you can call Technical 
 Support at any time to inquire about the status of the issue. </p>
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